Langham Place

By Elton Kong, Mandy Lau 201303284, Michelle Li 201300035, Rita Mui 201304686, Anthony Tang, Kitty

Tsoi 201303373, Vania Tsang 201310769, Crystal Yuen 201308022

Service ManagementLecturer: Ms. Mandy Mok

Introduction

2004

1991

1986

1965

1937

1936

1930

1919

1890

1888

1865

10 June opening of The Langham, London.Europe’s first ‘Grand Hotel’

the hotel had gained a reputation for attracting the most cosmopolitan and fashionable visitors

installed a new device called a telephone. The

hotel was given the number 20809,with no less than twenty lines

The Langham was the scene of a party,given to celebrate the first non-stop flight across the

Atlantic by John Alcock and Arthur Brown

The Langham’s bedrooms were not just places to

retire to but a place where the most seductive of mattresses and pillows

soothe you to sweet sleep

Haile Selassie became the second emperor-in-exile to

stay at The Langham

11 May The Langham planned an entire week of

festivities

The BBC(Baikal Business Center) bought the hotel from The

Langham Hotel Company and The BBC Club Restaurant and bar operated literally inside The

Langham

The hotel was earmarked for

restoration

HRH Diana,Princess of Wales,became a regular visitor

to the hotel,make The Langham a destination of

choice for fashionable London

operated Langham Place Hotel located in Mong Kok,Hong

Kong

Service Concept• Core Concept

Luxury

• Supporting Concept Romantic, Relaxing Atmosphere Convenience

Service Strategies• Better Training of staffs

Be familiar with their services

Customers’ Expectations

1. Desire level of service (what the customer wants)

2. Adequate level of service(What the customers are willing to

accept)

3. Predicted level of service(What the customers believe is most like to occur)

Service Process

Service Blueprint

Service Blueprint

Service Gap Model

Expected Service – Perceived

Service Gap

• Confirmation• Disconfirmation

• +ve• -ve

When Promises Do Not Match

Delivery

• Misleading information

The Service Performance

Gap

• Reliability• Empathy

The Wrong Service Quality

Standard

Not knowing What

Customer Expect

• Previous experience

Research Commercial on website

Reservation Contact with the restaurant

Perceived service

Expected Service

Previous Experience

Word of Mouth

Service Gap ModelGap 5

Gap 1Gap 3

Gap 4

Service Gap Model

• Gap 1 Before we arrived the restaurant Previous Experience Misleading information

Service Gap Model

Food and Environment

Service

High Expectation

• Previous Experience

Service Gap Model

• Booking Misleading information

o Theme of the buffeto Pricing

Pushing Customers away Higher expected risk

Service Gap Model

• Gap 3 Reliability

o Timely deliveryo Accurate delivery

Empathyo Individualized attention

Service Gap Model• Order Taking

Not familiar with the menu Main course is not timely delivered Repeat our order to prevent error

Service Gap Model

• Personal Service Highly developed interpersonal service

o Collect plates immediately when away from table

o Responds to our needso Awareness to customers

Service Gap Model• Gap 4

Service Gap Model

• Environment Open kitchen is not operating Small area for dessert buffet

Confirmation & Disconfirmation

• Misleading information regarding buffet

Recommendations

• Specific areas of training for staffs– Reservation– …